Re: [rt-users] Request Tracker - Create Ticket via Email

[asif]

Hi Nicholas,
  Thanks for the help! 
  Following configuration worked for me, RT is running on CentOS.

set daemon 30
set invisible
set no bouncemail
set no syslog
set logfile "/var/log/fetchmail"
poll exchange
protocol IMAP
#service 993
user "u...@domain.com" pass "Password"
#folder Inbox ssl
mda '/opt/rt/bin/rt-mailgate --url http://rt.domain.com --queue general
--action correspond'



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-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] Request Tracker - Create Ticket via Email

[Nicholas Adams]

Hi Asif, 

Start here: 

https://docs.bestpractical.com/rt/4.2.12/rt-mailgate.html 


Here’s an example of how to set up Fetchmail to poll for mail. 

set daemon 30
set invisible
set no bouncemail
set no syslog
set logfile /var/log/fetchmail
poll imap.gmail.com
proto IMAP service 993 user emailaddr...@gmail.com pass userpassword
folder Inbox ssl
mda "/opt/rt4/bin/rt-mailgate --url https://your.url/ --queue ‘your-queue’  
--action correspond”

This is the way I do it, but you can also land the email directly on the server 
you are using. I’ve found that using external mail server ends with less spam 
blocks, etc. 


> On Aug 2, 2016, at 10:40 AM, asif  wrote:
> 
> hi, Can someone help on this please. 
> 
> 
> 
> --
> View this message in context: 
> http://requesttracker.8502.n7.nabble.com/Request-Tracker-Create-Ticket-via-Email-tp62256p62260.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> -
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Los Angeles - September, 2016

-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] Request Tracker - Create Ticket via Email

[Matt Zagrabelny]

What issues are you seeing?

Create ticket via email works out of the gates - assuming you've
correctly configured your system.

-m

On Tue, Aug 2, 2016 at 9:40 AM, asif  wrote:
> hi, Can someone help on this please.
>
>
>
> --
> View this message in context: 
> http://requesttracker.8502.n7.nabble.com/Request-Tracker-Create-Ticket-via-Email-tp62256p62260.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> -
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Los Angeles - September, 2016
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] Request Tracker - Create Ticket via Email

[asif]

hi, Can someone help on this please. 



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Sent from the Request Tracker - User mailing list archive at Nabble.com.
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] [request-tracker-maintainers] Bug#809376: rt4-fcgi: support systemd init natively

[Christian Loos]

Am 30.12.2015 um 00:37 schrieb Dominic Hargreaves:
> Hi Chris,
> 
> Thanks for this. I noticed that your service unit file does not include
> any mention of a dependency on mysql or postgresql; something that was
> recently added to the init script exactly for systemd compatibility.
> Do you know if this should be added to the unit file too?
> 
> Cheers,
> Dominic.

Hi Dominic,

actually the Restart=on-failure and RestartSec=5 lets spawn-fcgi
try to connect to the database every 5 seconds.

As this works for both, database on the same host and database on a
remote host, I think this is the better solution.

Chris

Re: [rt-users] Request Tracker

[Alex Vandiver]

On Wed, 28 Jan 2015 12:29:00 +0200 Andrius Kulbis
andrius.kul...@ktu.lt wrote:
 Maybe you can look through my question? 
 http://requesttracker.8502.n7.nabble.com/Uploading-image-to-Image-CustomField-via-REST-td59382.html

Support on the mailing list is provided as we have time to provide it.
We support development of RT via support contracts; if you have
need of a line to Best Practical to reliably answer your questions, you
can chat with sa...@bestpractical.com.  Going to personal mail
(repeatedly) is a bit rude -- doing so may _decrease_ the chance that
your question is answered.

Regardless, it looks like the code for setting CF values only deals
with the Value part of a CF, not the LargeContent part, which is
where file upload CF and image CFs are stored.  So no, it looks like it
doesn't.
 - Alex

[rt-users] Request Tracker fails to search articles

[IT Guy]

I recently imported around 2500 articles to Request Tracker. I can view any
article individually by clicking its link, but when I try to search through
the articles, I get 500 Internal Server Error. This did not happen when I
had fewer articles, so I assume that it's a probably with the amount of data
I have. Is there a way to fix this?



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-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

Re: [rt-users] Request Tracker fails to search articles

[Joop]

IT Guy wrote:

I recently imported around 2500 articles to Request Tracker. I can view any
article individually by clicking its link, but when I try to search through
the articles, I get 500 Internal Server Error. This did not happen when I
had fewer articles, so I assume that it's a probably with the amount of data
I have. Is there a way to fix this?

  
Find out if there are any more specific log entries in either apache 
logs or your database. I had problems a couple of days ago and the log 
showed that I had a faulty database query.


Joop

--
RT Training - Boston, September 9-10
http://bestpractical.com/training

Re: [rt-users] Request tracker and Lighttpd

[Ivan Osipov]

Thank you, everything works.

[rt-users] Request tracker and Lighttpd

[Ivan Osipov]

Hello all.
I'm trying to set up Request Tracker 4.2.1 and Lighttpd 
(1.4.28-2ubuntu4) on Ubuntu 12.04 LTS with all updates.

RT has been installed from sources.
When I try get http://rt.domain.tld/ I see error-message 500 - Internal 
Server Error. In web-server error log:

---
2013-12-23 19:34:50: (log.c.166) server started
2013-12-23 19:34:59: (mod_fastcgi.c.2568) unexpected end-of-file 
(perhaps the fastcgi process died): pid: 21743 socket: 
unix:/var/run/lighttpd/rt4.socket-3
2013-12-23 19:34:59: (mod_fastcgi.c.3356) response not received, request 
sent: 1173 on socket: unix:/var/run/lighttpd/rt4.socket-3 for ?, closing 
connection
2013-12-23 19:37:05: (mod_fastcgi.c.1734) connect failed: Connection 
refused on unix:/var/run/lighttpd/rt4.socket-3
2013-12-23 19:37:05: (mod_fastcgi.c.3027) backend died; we'll disable it 
for 1 seconds and send the request to another backend instead: 
reconnects: 0 load: 1
2013-12-23 19:37:07: (mod_fastcgi.c.2568) unexpected end-of-file 
(perhaps the fastcgi process died): pid: 21936 socket: 
unix:/var/run/lighttpd/rt4.socket-3
2013-12-23 19:37:07: (mod_fastcgi.c.3356) response not received, request 
sent: 1144 on socket: unix:/var/run/lighttpd/rt4.socket-3 for ?, closing 
connection

---
Also I tried remove directory /opt/rt4/var/mason_data/ but it did not help.
BTW, RT via stand-alone web-server works correctly.
Lighttpd and RT configs attached.

--
Best regards,
Ivan Osipov

server.modules = (
mod_access,
mod_alias,
mod_compress,
mod_redirect,
#   mod_rewrite,
)

server.document-root= /var/www
server.upload-dirs  = ( /var/cache/lighttpd/uploads )
server.errorlog = /var/log/lighttpd/error.log
server.pid-file = /var/run/lighttpd.pid
server.username = www-data
server.groupname= www-data

index-file.names= ( index.php, index.html,
index.htm, default.htm,
index.lighttpd.html )

url.access-deny = ( ~, .inc )

static-file.exclude-extensions = ( .php, .pl, .fcgi )

## Use ipv6 if available
#include_shell /usr/share/lighttpd/use-ipv6.pl

dir-listing.encoding= utf-8
server.dir-listing  = enable

compress.cache-dir  = /var/cache/lighttpd/compress/
compress.filetype   = ( application/x-javascript, text/css, 
text/html, text/plain )

include_shell /usr/share/lighttpd/create-mime.assign.pl
include_shell /usr/share/lighttpd/include-conf-enabled.pl

include rt.domain.tld
server.modules += (mod_fastcgi)

$HTTP[host] == rt.domain.tld {
server.document-root = /opt/rt4/share/html
#index.file-names = ( index.html ) 

fastcgi.server = ( / =
 ((
bin-path  = /opt/rt4/sbin/rt-server.fcgi,
socket= /var/run/lighttpd/rt4.socket,
check-local   = disable,
fix-root-scriptname = enable
  )),
  )
}# Any configuration directives you include  here will override 
# RT's default configuration file, RT_Config.pm
#
# To include a directive here, just copy the equivalent statement
# from RT_Config.pm and change the value. We've included a single
# sample value below.
#
# This file is actually a perl module, so you can include valid
# perl code, as well.
#
# The converse is also true, if this file isn't valid perl, you're
# going to run into trouble. To check your SiteConfig file, use
# this command:
#
#   perl -c /path/to/your/etc/RT_SiteConfig.pm
#
# You must restart your webserver after making changes to this file.


# You must install Plugins on your own, this is only an example
# of the correct syntax to use when activating them.
# Plugin( RT::Extension::QuickDelete );
# Plugin( RT::Extension::CommandByMail );

Set( $CommentAddress, 'support-comm...@domain.tld' );
Set( $CorrespondAddress, 'supp...@domain.tld' );
Set( $DatabaseHost, 'localhost' );
Set( $DatabaseName, 'basename' );
Set( $DatabasePassword, 'pwd' );
Set( $DatabasePort, '' );
Set( $DatabaseRequireSSL, '' );
Set( $DatabaseType, 'mysql' );
Set( $DatabaseUser, 'username' );
Set( $Organization, 'rt.domain.tld' );
Set( $OwnerEmail, 'i...@domain.tld' );
Set( $SendmailPath, '/usr/sbin/sendmail' );
Set( $WebDomain, 'rt.domain.tld' );
Set( $WebPort, '81' );
Set($Timezone, 'Europe/Moscow');
Set( $rtname, 'my_rtname' );
1;

Re: [rt-users] Request tracker and Lighttpd

[Ivan Osipov]

When I try start RT via Apache 2 with mod_fastcgi 
(http://www.bestpractical.com/docs/rt/4.2/web_deployment.html#mod_fastcgi) 
in Apache error-log:


---
[Mon Dec 23 21:24:54 2013] [warn] FastCGI: server 
/opt/rt4/sbin/rt-server.fcgi has failed to remain running for 30 
seconds given 3 attempts, its restart interval has been backed off to 
600 seconds
[Mon Dec 23 21:24:54 2013] [warn] FastCGI: server 
/opt/rt4/sbin/rt-server.fcgi has failed to remain running for 30 
seconds given 3 attempts, its restart interval has been backed off to 
600 seconds
[23549] [Mon Dec 23 17:24:54 2013] [critical]: Something went wrong 
while trying to run RT's standalone web server:
Can't locate FCGI/ProcManager.pm in @INC (@INC contains: 
/opt/rt4/sbin/../local/lib /opt/rt4/sbin/../lib /etc/perl 
/usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 
/usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 
/usr/local/lib/site_perl .) at 
/usr/local/share/perl/5.14.2/Plack/Util.pm line 23. 
(/opt/rt4/sbin/../lib/RT.pm:391)

Something went wrong while trying to run RT's standalone web server:
Can't locate FCGI/ProcManager.pm in @INC (@INC contains: 
/opt/rt4/sbin/../local/lib /opt/rt4/sbin/../lib /etc/perl 
/usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 
/usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 
/usr/local/lib/site_perl .) at 
/usr/local/share/perl/5.14.2/Plack/Util.pm line 23.
[Mon Dec 23 21:24:54 2013] [warn] FastCGI: server 
/opt/rt4/sbin/rt-server.fcgi (pid 23549) terminated by calling exit 
with status '2'

---

23.12.2013 20:05, Ivan Osipov пишет:

Hello all.
I'm trying to set up Request Tracker 4.2.1 and Lighttpd 
(1.4.28-2ubuntu4) on Ubuntu 12.04 LTS with all updates.

RT has been installed from sources.
When I try get http://rt.domain.tld/ I see error-message 500 - 
Internal Server Error. In web-server error log:

---
2013-12-23 19:34:50: (log.c.166) server started
2013-12-23 19:34:59: (mod_fastcgi.c.2568) unexpected end-of-file 
(perhaps the fastcgi process died): pid: 21743 socket: 
unix:/var/run/lighttpd/rt4.socket-3
2013-12-23 19:34:59: (mod_fastcgi.c.3356) response not received, 
request sent: 1173 on socket: unix:/var/run/lighttpd/rt4.socket-3 for 
?, closing connection
2013-12-23 19:37:05: (mod_fastcgi.c.1734) connect failed: Connection 
refused on unix:/var/run/lighttpd/rt4.socket-3
2013-12-23 19:37:05: (mod_fastcgi.c.3027) backend died; we'll disable 
it for 1 seconds and send the request to another backend instead: 
reconnects: 0 load: 1
2013-12-23 19:37:07: (mod_fastcgi.c.2568) unexpected end-of-file 
(perhaps the fastcgi process died): pid: 21936 socket: 
unix:/var/run/lighttpd/rt4.socket-3
2013-12-23 19:37:07: (mod_fastcgi.c.3356) response not received, 
request sent: 1144 on socket: unix:/var/run/lighttpd/rt4.socket-3 for 
?, closing connection

---
Also I tried remove directory /opt/rt4/var/mason_data/ but it did not 
help.

BTW, RT via stand-alone web-server works correctly.
Lighttpd and RT configs attached.



--
С уважением,
Иван Осипов

Re: [rt-users] Request tracker and Lighttpd

[Alex Vandiver]

On Mon, 2013-12-23 at 21:47 +0400, Ivan Osipov wrote:
 When I try start RT via Apache 2 with mod_fastcgi 
 (http://www.bestpractical.com/docs/rt/4.2/web_deployment.html#mod_fastcgi) 
 in Apache error-log:
 [snip]

Sounds like you didn't configure with --with-web-handler=fastcgi, so
'make testdeps' didn't check the dependencies that that deployment adds.
 - Alex

Re: [rt-users] Request Tracker does not highlight a ticket when it receives a new reply

[Jim Brandt]

There is an option to notify you if there are unread messages on a ticket:

http://bestpractical.com/rt/docs/latest/RT_Config.html#ShowUnreadMessageNotifications

This can be set as a global option or at the individual level by going 
to Logged in as  Settings  Options. Look for Notify me of unread 
messages.


To see it in a ticket list somewhere in RT at a glance, click on Edit 
for the section you want (e.g., 10 highest priority tickets I own). In 
the Display Columns section, add UpdateStatus to the shown columns. That 
will work in conjunction with ShowUnreadMessageNotifications and show 
you new messages. You can click the link at the top of the ticket 
display page to clear the unread messages for a given ticket.



On 12/29/12 8:24 AM, decenter decenter wrote:

Hello,

When a new ticket is created, I can see that in RT. But then if a new reply
or correspondence comes to that ticket, it is not getting highlighted (but
I can see the new correspondence in the ticket). Any solution?

Regards,



--

[rt-users] Request Tracker does not highlight a ticket when it receives a new reply

[decenter decenter]

Hello,

When a new ticket is created, I can see that in RT. But then if a new reply
or correspondence comes to that ticket, it is not getting highlighted (but
I can see the new correspondence in the ticket). Any solution?

Regards,

[rt-users] Request Tracker 4.0.4 via Apt-get on Ubuntu 12.04 - Apache Errors

[mutaahir]

Hi All,

I am still having problems in trying to run request tracker on my linode
vps with ubuntu 12.04. I have other php scripts installed in /var/www

RT is installed in : /etc/request-tracker4/
 /usr/share/request-tracker4/

following are the errors when I try to browse to http://mydomain.com/rt;

-
[Wed Nov 28 18:42:52 2012] [warn] FastCGI: server
/usr/share/request-tracker4/libexec/rt-server.fcgi has failed to remain
running for 30 seconds given 3 attempts, its restart interval has been
backed off to 600 seconds
[Wed Nov 28 18:47:52 2012] [warn] FastCGI: server
/usr/share/request-tracker4/libexec/rt-server.fcgi has failed to remain
running for 30 seconds given 3 attempts, its restart interval has been
backed off to 600 seconds
[Wed Nov 28 18:47:52 2012] [warn] FastCGI: server
/usr/share/request-tracker4/libexec/rt-server.fcgi restarted (pid 4894)
[Wed Nov 28 18:47:53 2012] [warning]: Constant subroutine
Plack::Handler::FCGI::RUNNING_IN_HELL redefined at /usr/share/perl/5.14/
constant.pm line 136. (/usr/share/perl/5.14/constant.pm:136)
[Wed Nov 28 18:47:53 2012] [warning]: Subroutine new redefined at
/usr/share/perl5/Plack/Handler/FCGI.pm line 13.
(/usr/share/perl5/Plack/Handler/FCGI.pm:13)
[Wed Nov 28 18:47:53 2012] [warning]: Subroutine run redefined at
/usr/share/perl5/Plack/Handler/FCGI.pm line 29.
(/usr/share/perl5/Plack/Handler/FCGI.pm:29)
[Wed Nov 28 18:47:53 2012] [warning]: Subroutine _handle_response redefined
at /usr/share/perl5/Plack/Handler/FCGI.pm line 158.
(/usr/share/perl5/Plack/Handler/FCGI.pm:158)
[Wed Nov 28 18:47:53 2012] [warning]: Subroutine daemon_fork redefined at
/usr/share/perl5/Plack/Handler/FCGI.pm line 188.
(/usr/share/perl5/Plack/Handler/FCGI.pm:188)
[Wed Nov 28 18:47:53 2012] [warning]: Subroutine daemon_detach redefined at
/usr/share/perl5/Plack/Handler/FCGI.pm line 193.
(/usr/share/perl5/Plack/Handler/FCGI.pm:193)
[Wed Nov 28 18:47:53 2012] [crit]: Something went wrong while trying to run
RT's standalone web server:
Undefined subroutine FCGI::FAIL_ACCEPT_ON_INTR called at
/usr/share/perl5/Plack/Handler/FCGI.pm line 51.
(/usr/share/request-tracker4/lib/RT.pm:351)
Something went wrong while trying to run RT's standalone web server:
Undefined subroutine FCGI::FAIL_ACCEPT_ON_INTR called at
/usr/share/perl5/Plack/Handler/FCGI.pm line 51.
[Wed Nov 28 18:47:53 2012] [warn] FastCGI: server
/usr/share/request-tracker4/libexec/rt-server.fcgi (pid 4894) terminated
by calling exit with status '255'
[Wed Nov 28 18:47:53 2012] [warn] FastCGI: server
/usr/share/request-tracker4/libexec/rt-server.fcgi has failed to remain
running for 30 seconds given 3 attempts, its restart interval has been
backed off to 600 seconds

[Wed Nov 28 18:54:02 2012] [crit]: Something went wrong while trying to run
RT's standalone web server:
Undefined subroutine FCGI::FAIL_ACCEPT_ON_INTR called at
/usr/share/perl5/Plack/Handler/FCGI.pm line 51.
(/usr/share/request-tracker4/lib/RT.pm:351)
Something went wrong while trying to run RT's standalone web server:
Undefined subroutine FCGI::FAIL_ACCEPT_ON_INTR called at
/usr/share/perl5/Plack/Handler/FCGI.pm line 51.
[Wed Nov 28 18:54:02 2012] [warn] FastCGI: server
/usr/share/request-tracker4/libexec/rt-server.fcgi (pid 5104) terminated
by calling exit with status '255'
[Wed Nov 28 18:54:02 2012] [warn] FastCGI: server
/usr/share/request-tracker4/libexec/rt-server.fcgi has failed to remain
running for 30 seconds given 3 attempts, its restart interval has been
backed off to 600 seconds

-

I am not able to resolve these, I have checked all perl dependencies are
installed. I disabled the GnuGPG in a config file and it removed some
errors from apache error log.

Following is the entry I have in my /etc/apache2/sites-available/default
file :

AddDefaultCharset UTF-8
FastCgiServer /usr/share/request-tracker4/libexec/rt-server.fcgi -processes
5 -idle-timeout 300
#FastCgiServer /usr/share/request-tracker4/libexec/rt-server.fcgi
-initial-env RT_SITE_CONFIG=/etc/request-tracker4/RT_SiteConfig.pm
Alias /rt/NoAuth/images/ /usr/share/request-tracker4/html/NoAuth/images/
ScriptAlias /rt /usr/share/request-tracker4/libexec/rt-server.fcgi

Location /rt
Order allow,deny
Allow from all

Options +ExecCGI
AddHandler fastcgi-script fcgi
/Location

Will be grateful if someone could assist in getting this up and running. I
have followed / read various how-tos etc but I am not much knowledgeable
about perl.

Kind regards

We're hiring! http://bestpractical.com/jobs

Re: [rt-users] Request Tracker Email Issues - Please Help

[Ruslan Zakirov]

Run the following command:

perl -MMIME::Head\ 

Send output.

On Wed, Sep 21, 2011 at 1:48 AM, Daniella Orton
daniella.or...@gmail.com wrote:
 To whom it may concern,



 I are currently using Request Tracker 3.8.8 set up on a Linux server.  Upon
 commenting(replying), and creating tickets in Request Tracker, it fails to
 send out any emails and I was wondering if you’d be able to provide some
 assistance with this issue.



 Looking at the log, I receive the following error:



 [Tue Sep 20 17:52:33 2011] [info]:
 rt-3.8.8-10985-1316541153-1891.21-...@rt3.pts1.adc #21/429 - Scrip 6 On
 Correspond Notify Owner, Requestors, Ccs and AdminCcs
 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:300)

 [Tue Sep 20 17:52:33 2011] [error]: Scrip Commit 6 died. - Can't locate
 object method set via package MIME::Head at
 /opt/rt3/bin/../lib/RT/Interface/Email.pm line 392, GEN39 line 15.



 I’ve never seen this before, but if you have any insight please let me know,
 and I can provide you more information if need be.



 Thank you in advance for your assistance.

 Daniella Orton

 973-610-2679

 
 RT Training Sessions (http://bestpractical.com/services/training.html)
 *  Chicago, IL, USA — September 26  27, 2011
 *  San Francisco, CA, USA — October 18  19, 2011
 *  Washington DC, USA — October 31  November 1, 2011
 *  Melbourne VIC, Australia — November 28  29, 2011
 *  Barcelona, Spain — November 28  29, 2011




-- 
Best regards, Ruslan.

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA  September 26  27, 2011
*  San Francisco, CA, USA  October 18  19, 2011
*  Washington DC, USA  October 31  November 1, 2011
*  Melbourne VIC, Australia  November 28  29, 2011
*  Barcelona, Spain  November 28  29, 2011

[rt-users] Request Tracker Email Issues - Please Help

[Daniella Orton]

To whom it may concern,



I are currently using Request Tracker 3.8.8 set up on a Linux server.  Upon
commenting(replying), and creating tickets in Request Tracker, it fails to
send out any emails and I was wondering if you’d be able to provide some
assistance with this issue.



Looking at the log, I receive the following error:



[Tue Sep 20 17:52:33 2011] [info]:
rt-3.8.8-10985-1316541153-1891.21-...@rt3.pts1.adc #21/429 - Scrip 6 On
Correspond Notify Owner, Requestors, Ccs and AdminCcs
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:300)

[Tue Sep 20 17:52:33 2011] [error]: Scrip Commit 6 died. - Can't locate
object method set via package MIME::Head at
/opt/rt3/bin/../lib/RT/Interface/Email.pm line 392, GEN39 line 15.



I’ve never seen this before, but if you have any insight please let me know,
and I can provide you more information if need be.



Thank you in advance for your assistance.


Daniella Orton

973-610-2679

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA — September 26  27, 2011
*  San Francisco, CA, USA — October 18  19, 2011
*  Washington DC, USA — October 31  November 1, 2011
*  Melbourne VIC, Australia — November 28  29, 2011
*  Barcelona, Spain — November 28  29, 2011

Re: [rt-users] Request Tracker 4.0.1 and Asset Tracker Extension

[Jonah Hirsch]

I'd like to throw my hat into the ring of helping test this new version -
it's not mission critical for us, but it would be nice to have it working
again!
---
Jonah Hirsch


On Wed, Aug 17, 2011 at 2:38 PM, Todd Chapman t...@chaka.net wrote:

 Jim,

 I haven't had a chance to commit the updates. If you want I can send
 you a tar file with the updated files and in return you can help
 pinpoint any problems.

 Agree?

 -Todd

 On Wed, Aug 17, 2011 at 5:36 PM, Jim Lesinski jim.lesin...@gmail.com
 wrote:
  Does anyone know if Asset Tracker will work with Request Tracker 4? I
 tried
  the install and it seemed to run correctly, but it doesn't look like
  anything has been added to RequestTracker. I verified that the
 installation
  added to the plugins directory and added the db tables. I do have
  RTx::AssetTracker added to my config file and I have restarted the web
  server.
  Appreciate the help - Jim
  
  RT Training Sessions (http://bestpractical.com/services/training.html)
  *  Chicago, IL, USA — September 26  27, 2011
  *  San Francisco, CA, USA — October 18  19, 2011
  *  Washington DC, USA — October 31  November 1, 2011
  *  Melbourne VIC, Australia — November 28  29, 2011
  *  Barcelona, Spain — November 28  29, 2011
 
 
 RT Training Sessions (http://bestpractical.com/services/training.html)
 *  Chicago, IL, USA  September 26  27, 2011
 *  San Francisco, CA, USA  October 18  19, 2011
 *  Washington DC, USA  October 31  November 1, 2011
 *  Melbourne VIC, Australia  November 28  29, 2011
 *  Barcelona, Spain  November 28  29, 2011

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA — September 26  27, 2011
*  San Francisco, CA, USA — October 18  19, 2011
*  Washington DC, USA — October 31  November 1, 2011
*  Melbourne VIC, Australia — November 28  29, 2011
*  Barcelona, Spain — November 28  29, 2011

Re: [rt-users] Request Tracker 4.0.1 and Asset Tracker Extension

[Dustin Berube]

Todd,

I would be willing to review updates and provide feedback. I have been
holding off our upgrade to RT4 until AT was updated.

Thanks,
Dustin

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA — September 26  27, 2011
*  San Francisco, CA, USA — October 18  19, 2011
*  Washington DC, USA — October 31  November 1, 2011
*  Melbourne VIC, Australia — November 28  29, 2011
*  Barcelona, Spain — November 28  29, 2011

Re: [rt-users] Request Tracker 4.0.1 and Asset Tracker Extension

[Ryan Frantz]

Todd, 


I'd also be willing to review the updates. The only reason we haven't moved to 
RT4 is our need for AT. My team would love to help out on this. 


Ryan 

- Original Message -
From: Todd Chapman t...@chaka.net 
To: Jim Lesinski jim.lesin...@gmail.com 
Cc: rt-users@lists.bestpractical.com 
Sent: Wednesday, August 17, 2011 5:38:14 PM 
Subject: Re: [rt-users] Request Tracker 4.0.1 and Asset Tracker Extension 

Jim, 

I haven't had a chance to commit the updates. If you want I can send 
you a tar file with the updated files and in return you can help 
pinpoint any problems. 

Agree? 

-Todd 

On Wed, Aug 17, 2011 at 5:36 PM, Jim Lesinski jim.lesin...@gmail.com wrote: 
 Does anyone know if Asset Tracker will work with Request Tracker 4? I tried 
 the install and it seemed to run correctly, but it doesn't look like 
 anything has been added to RequestTracker. I verified that the installation 
 added to the plugins directory and added the db tables. I do have 
 RTx::AssetTracker added to my config file and I have restarted the web 
 server. 
 Appreciate the help - Jim 
  
 RT Training Sessions (http://bestpractical.com/services/training.html) 
 * Chicago, IL, USA — September 26  27, 2011 
 * San Francisco, CA, USA — October 18  19, 2011 
 * Washington DC, USA — October 31  November 1, 2011 
 * Melbourne VIC, Australia — November 28  29, 2011 
 * Barcelona, Spain — November 28  29, 2011 
 
 
RT Training Sessions (http://bestpractical.com/services/training.html) 
* Chicago, IL, USA September 26  27, 2011 
* San Francisco, CA, USA October 18  19, 2011 
* Washington DC, USA October 31  November 1, 2011 
* Melbourne VIC, Australia November 28  29, 2011 
* Barcelona, Spain November 28  29, 2011
RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA — September 26  27, 2011
*  San Francisco, CA, USA — October 18  19, 2011
*  Washington DC, USA — October 31  November 1, 2011
*  Melbourne VIC, Australia — November 28  29, 2011
*  Barcelona, Spain — November 28  29, 2011

[rt-users] Request Tracker 4.0.1 and Asset Tracker Extension

[Jim Lesinski]

Does anyone know if Asset Tracker will work with Request Tracker 4? I tried
the install and it seemed to run correctly, but it doesn't look like
anything has been added to RequestTracker. I verified that the installation
added to the plugins directory and added the db tables. I do have
RTx::AssetTracker added to my config file and I have restarted the web
server.

Appreciate the help - Jim

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA — September 26  27, 2011
*  San Francisco, CA, USA — October 18  19, 2011
*  Washington DC, USA — October 31  November 1, 2011
*  Melbourne VIC, Australia — November 28  29, 2011
*  Barcelona, Spain — November 28  29, 2011

Re: [rt-users] Request Tracker 4.0.1 and Asset Tracker Extension

[Todd Chapman]

Jim,

I haven't had a chance to commit the updates. If you want I can send
you a tar file with the updated files and in return you can help
pinpoint any problems.

Agree?

-Todd

On Wed, Aug 17, 2011 at 5:36 PM, Jim Lesinski jim.lesin...@gmail.com wrote:
 Does anyone know if Asset Tracker will work with Request Tracker 4? I tried
 the install and it seemed to run correctly, but it doesn't look like
 anything has been added to RequestTracker. I verified that the installation
 added to the plugins directory and added the db tables. I do have
 RTx::AssetTracker added to my config file and I have restarted the web
 server.
 Appreciate the help - Jim
 
 RT Training Sessions (http://bestpractical.com/services/training.html)
 *  Chicago, IL, USA — September 26  27, 2011
 *  San Francisco, CA, USA — October 18  19, 2011
 *  Washington DC, USA — October 31  November 1, 2011
 *  Melbourne VIC, Australia — November 28  29, 2011
 *  Barcelona, Spain — November 28  29, 2011


RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA  September 26  27, 2011
*  San Francisco, CA, USA  October 18  19, 2011
*  Washington DC, USA  October 31  November 1, 2011
*  Melbourne VIC, Australia  November 28  29, 2011
*  Barcelona, Spain  November 28  29, 2011

Re: [rt-users] Request Tracker 4.0.1 and Asset Tracker Extension

[Jim Lesinski]

Hi Todd,

That would be perfect. We're looking at implementing RT right now so I can't
say we'd be the best test case, but I'll certainly provide feedback where
ever I can.

Thanks so much!
Jim

On Wed, Aug 17, 2011 at 5:38 PM, Todd Chapman t...@chaka.net wrote:

 Jim,

 I haven't had a chance to commit the updates. If you want I can send
 you a tar file with the updated files and in return you can help
 pinpoint any problems.

 Agree?

 -Todd

 On Wed, Aug 17, 2011 at 5:36 PM, Jim Lesinski jim.lesin...@gmail.com
 wrote:
  Does anyone know if Asset Tracker will work with Request Tracker 4? I
 tried
  the install and it seemed to run correctly, but it doesn't look like
  anything has been added to RequestTracker. I verified that the
 installation
  added to the plugins directory and added the db tables. I do have
  RTx::AssetTracker added to my config file and I have restarted the web
  server.
  Appreciate the help - Jim
  
  RT Training Sessions (http://bestpractical.com/services/training.html)
  *  Chicago, IL, USA — September 26  27, 2011
  *  San Francisco, CA, USA — October 18  19, 2011
  *  Washington DC, USA — October 31  November 1, 2011
  *  Melbourne VIC, Australia — November 28  29, 2011
  *  Barcelona, Spain — November 28  29, 2011
 


RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA — September 26  27, 2011
*  San Francisco, CA, USA — October 18  19, 2011
*  Washington DC, USA — October 31  November 1, 2011
*  Melbourne VIC, Australia — November 28  29, 2011
*  Barcelona, Spain — November 28  29, 2011

Re: [rt-users] Request Tracker web UI logs out after Respond, Resolve and Take actions

[Brahim Sakka]

Kevin,

I solved the issue. The problem was the fact that I set the URL in the
config file to: '192.168.1.2/rt/'
The final '/' was the problem, causing RT to request
192.168.1.2/rt//subdirectories (notice the // ) when I perform
actions.

Anyways, issue solved. Thanks for the response

( sorry for the delay)

2011/4/26, Kevin Falcone falc...@bestpractical.com:
 On Mon, Apr 25, 2011 at 11:04:35PM +0100, Brahim Sakka wrote:
The RT web interface logs out whenever I hit the update ticket button
 when responding;
commenting, resolving , etc.
Is this normal behavior? And if not how can I fix it?

 Sounds like you have some of your urls set up wrong (those actions
 redirect).  Are you accessing RT through one host name and being sent
 to a different host after responding or resolving

 -kevin

Re: [rt-users] Request Tracker web UI logs out after Respond, Resolve and Take actions

[Kevin Falcone]

On Mon, Apr 25, 2011 at 11:04:35PM +0100, Brahim Sakka wrote:
The RT web interface logs out whenever I hit the update ticket button 
 when responding;
commenting, resolving , etc.
Is this normal behavior? And if not how can I fix it?

Sounds like you have some of your urls set up wrong (those actions
redirect).  Are you accessing RT through one host name and being sent
to a different host after responding or resolving

-kevin


pgpVJIUC92MFk.pgp
Description: PGP signature

[rt-users] Request Tracker web UI logs out after Respond, Resolve and Take actions

[Brahim Sakka]

The RT web interface logs out whenever I hit the update ticket button when
responding; commenting, resolving , etc.

Is this normal behavior? And if not how can I fix it?

Thanks,

--
Brahim

Re: [rt-users] Request tracker perl acl

[johnathan.bell]

Sure! The trick, I found, was that you need to use LoadSystemInternalGroup 
for groups like Everyone. This should be enough to get you there. The other 
part though, if you have multiple queues, is you'll have to also grant it to 
Everyone for every queue you have, I think... I haven't experimented with it 
that much because we want things a little locked down here, so try global 
first, and if that doesn't work, go queue by queue.

--snip--
# RT working vars
my $groupObj = new RT::Group($currentUser);
my $queueObj = new RT::Queue($currentUser);

# Load our RT queue (use one of the two indented snippets here)
# For Global permissions, put $RT::System in the queue object.  
($status, $msg) = $queueObj = $RT::System;
$status or die(Error loading \$RT::System: .$msg.\n);

# For semi-global permissions, you can use General for the queue name 
if you're not going global
($status, $msg) = $queueObj-Load($queueName);
$status or die(Error loading RT queue \$queueName\);

# Load the system internal group (use everyone for $groupname)
($status, $msg) = $groupObj-LoadSystemInternalGroup($groupName);
$status or die(Error loading RT System group \$groupName\\nInput 
File line $line:\n $_\n\nRT Error: .$msg.\n);

# Actually grant the right (Use ReplyToTicket or whatever for $rightName
# And use RevokeRight if you want to revoke instead of grant)
($status, $msg) = $groupObj-PrincipalObj-GrantRight(
Right = $rightName,
Object = $queueObj);

print $status ? Granting right \$rightName\ to group \$groupName\ on 
queue \$queueName\\n
: Group \$groupName\ on queue \$queueName\ already had right 
\$rightName\\n;
--/snip--

That should be good enough to get you started. Like I said, I'm not sure if you 
can just say Everyone @ Global - ReplyToTicket, but if you can, this should 
do it for you. If that ACL doesn't work, though, I'm not quite sure what to do 
for you.

Also, in case the snippet wrapped, I have it on pastebin at 
http://pastebin.com/cQxCMYsZ

Happy trails,
Johnathan

On Apr 14, 2011, at 3:45 PM, Sukhwinder Romana wrote:

 Hi Johnathan,
 
 I came across your post on 
 http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg24131.html 
 regarding perl api for setting global group rights. I'm having some issues 
 with giving the Everyone group permissions to CreateTicket and ReplyToTicket 
 globally. Do you happen to have a snippet of code that would work for this?
 
 Thanks.

--
Johnathan Bell
Internet System Administrator, Baker College

Office Hours: 7A-4P Eastern, M-F

[rt-users] Request Tracker URL http vs https

[Bunker, Robert]

RT_SiteConfig.pm contains:

Set( $WebDomain, 'domain.com' );
Set($WebPath, /requesttracker);
Set($WebPort, 8010);
Set($rtname , domain.com);
Set($Organization , domain.com);
Set($WebBaseURL,https://domain.com:8010;);

So I use BIG-IP to do SSL so apache is all standard unencrypted http
traffic.

My external access is https://domain.com:8010/requesttracker/

This forwards to the local RT install
http://local.com:8010/requesttracker/ (transparently to the end-user of
course)

This works but when performing certain functions such as just logging
in, the app then directs to http://domain.com:8010/requesttracker/ which
doesn't work.  If I flag the url in the browser address bar with https
it's fine and I load the dashboard fine.

When I logout or try to log in with wrong credentials it doesn't break
and sticks with the https/8010 scheme.

What I want to do is make sure RT is always directing to https/8010 but
I must not have it configured correctly.

Any assistance would be appreciated.

-Rob

[rt-users] Request Tracker Adding Users Issue

[Peter]

Hello, I am getting this error when trying to create new user in Request Tracker
in the gui login..

Can't call method Disabled on an undefined value at
/opt/rt3.9.6/bin/../lib/RT/User_Overlay.pm line 1062.  Can someone
help?...thanks in advance

[rt-users] Request Tracker customisation

[Georghy]

Hi folks,
we have set up a RT webserver and we are searching for a way to change 
some default behaviour.
My boss want me to have several E-mails for one customer it seems I had 
to use RT Extension MergeUsers to do this

or can you tell me an other way ?
Is this Extension really helpfull within my situation ?

We also want to deactivate some information showed on the client 
selfservice, for exemple change status information

and reminder are not relevant for our customer
Do you know a way to do that ? (disabling scrips I guess but I can't 
find out wich one)


Thanks for all your help

--
Cordialement / Greetings


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Re: [rt-users] Request Tracker customisation

[Joop]

Georghy wrote:


We also want to deactivate some information showed on the client 
selfservice, for exemple change status information

and reminder are not relevant for our customer
Do you know a way to do that ? (disabling scrips I guess but I can't 
find out wich one)
Search the wiki and/or the mailinglist rt-users for SkipTransaction. 
Further read the wiki about cleanly modifying RT.


Regards,

Joop


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Re: [rt-users] Request Tracker customisation

[Lars Kristian Klykken]

 My boss want me to have several E-mails for one customer it seems I
 had to use RT Extension MergeUsers to do this
 or can you tell me an other way ?
 Is this Extension really helpfull within my situation ?

We have several mail aliases for our users in LDAP. I use MergeUsers together 
with my own script to autocreate every internal mailadress in LDAP, and merge 
the users together so that mail to/from any of these mailaliases are linked to 
the proper RT user.

So yes, MergeUsers is helpful when users have 1 mail address.

.../Bosse
-- 
Lars Kristian (Bosse) Klykken, Senior Engineer
Server Operations / IT Division
Norwegian Meteorological Institute
http://met.no - http://yr.no

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Re: [rt-users] Request Tracker customisation

[Lars Kristian Klykken]

Please reply to all when you are answering list messages.

  So yes, MergeUsers is helpful when users have 1 mail address.

 Is it easy to use ?

Well, yes, but you should just try it out on your test server and make up your 
own opinion.

 I must have a LDAP server or is it not necessary ?

Not at all, I was just giving you a different perspective to its usage.

.../Bosse

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Re: [rt-users] Request Tracker customisation

[Georghy]

Lars Kristian Klykken a écrit :

Please reply to all when you are answering list messages.

  

So yes, MergeUsers is helpful when users have 1 mail address.
  

Is it easy to use ?



Well, yes, but you should just try it out on your test server and make up your 
own opinion.

  

I must have a LDAP server or is it not necessary ?



Not at all, I was just giving you a different perspective to its usage.

.../Bosse

  

thanks for all your answer I'll try it and give you my feedback

--
Cordialement / Greetings


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[rt-users] Request Tracker with sSMTP

[Allen Chen]

Hi, I am trying to configure rt with sSMTP. I couldn't find any
documentation on this anywhere...Is this possible? If so, how?

Thanks

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Re: [rt-users] request tracker

[Nicolas Chuche]

 i need some document on french about installing and using request tracker

google is your friend :

http://articles.mongueurs.net/magazines/linuxmag80.html
http://articles.mongueurs.net/magazines/linuxmag81.html
http://articles.mongueurs.net/magazines/linuxmag82.html

Those articles are 2 years old but should help.
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[rt-users] Request Tracker 3.0.12 Installer for Windows - Fetchmail Problem

[Tom Harney]

Hello,

I downloaded the 3.0.12 Installer for Windows from 
http://p4.elixus.org/dist/ per the instuctions on the Wiki.


Everything works great with the exception of fetchmail.  I have been 
doing some digging through the archives and everything told me to update 
the cygwin dll and I did.  I also gave Everyone Global permission to 
Create a Ticket.  However, I'm still receiving this error message.


reading message [EMAIL PROTECTED]@mail.nyc10.simplicato.com:1 of 2 (4718
octets) ..fetchmail: SIGPIPE thrown from an MDA or a stream socket error
fetchmail: socket error while delivering to SMTP host 
mail.nyc10.simplicato.com

fetchmail: Query status=2 (SOCKET)
fetchmail: sleeping at Sat Dec 16 17:33:53 2006

I tried to execute fetchmail from the command prompt but I still 
couldn't determine the cause of the error.  What I'm confused about is 
the part in the error message while delivering to SMTP.  I thought it 
was supposed to retrieve the message and then pass it to the rt-mailgate 
process so that it dumps it into the database.   Is there an outgoing 
port that needs to be open other than port 110 for POP3?


Something else that may be causing a problem is the fact I'm running IIS 
SMTP service on port 25.  Could that be conflicting somehow with 
fetchmail? 


Here's what's in my rt-mailgate.conf file:
poll mail.nyc10.simplicato.com proto pop3:
username [EMAIL PROTECTED] password * mda 
c:/Progra~1/OurInternet/Common/perl/bin/perl.exe 
c:/Progra~1/Ourinternet/Reques~1/rt/bin/rt-mailgate.in --url 
http://localhost:8284/ --queue General --action correspond


I understand this version of RT is quite old, I believe the current 
version is 3.6.1?  Should I do an upgrade of RT to the current version?  
I'm not sure what kind of impact that would have in a Windows 
environment but I would assume little since it's written in PERL.


I'm just stuck and I've run out of options.  Any insights would be 
appreciated immensely.


Thanks,
Tom

*Tom Harney*
/*Information Technology Manager*/
Connected Learning Network
323 W Broadway, Suite 400
Louisville,  KY  40202
PHONE:  (502) 583-0083, Ext. 4389
FAX: (502) 583-0092
EMAIL: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED]
CORPORATE WEBSITE: www.connectedlearning.net 
http://www.connectedlearning.net




CONFIDENTIALITY NOTICE: This e-mail message, including any attachments,
is for the sole use of the intended recipient(s) and may contain
confidential and privileged information. Any unauthorized review, use,
disclosure or distribution is prohibited. If you are not the intended
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Re: [rt-users] Request Tracker 3.0.12 Installer for Windows - Fetchmail Problem

[Tom Harney]

Installing Cygwin solved the problem!

I found the answer in this message

http://archives.free.net.ph/message/20040608.215758.3c0edc42.en.html

*Tom Harney*
/*Information Technology Manager*/
Connected Learning Network
323 W Broadway, Suite 400
Louisville,  KY  40202
PHONE:  (502) 583-0083, Ext. 4389
FAX: (502) 583-0092
EMAIL: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED]
CORPORATE WEBSITE: www.connectedlearning.net 
http://www.connectedlearning.net




CONFIDENTIALITY NOTICE: This e-mail message, including any attachments,
is for the sole use of the intended recipient(s) and may contain
confidential and privileged information. Any unauthorized review, use,
disclosure or distribution is prohibited. If you are not the intended
recipient, please contact the sender by reply e-mail and destroy all
copies of the original message.



Tom Harney wrote:

Hello,

I downloaded the 3.0.12 Installer for Windows from 
http://p4.elixus.org/dist/ per the instuctions on the Wiki.


Everything works great with the exception of fetchmail.  I have been 
doing some digging through the archives and everything told me to 
update the cygwin dll and I did.  I also gave Everyone Global 
permission to Create a Ticket.  However, I'm still receiving this 
error message.


reading message [EMAIL PROTECTED]@mail.nyc10.simplicato.com:1 of 2 (4718
octets) ..fetchmail: SIGPIPE thrown from an MDA or a stream socket error
fetchmail: socket error while delivering to SMTP host 
mail.nyc10.simplicato.com

fetchmail: Query status=2 (SOCKET)
fetchmail: sleeping at Sat Dec 16 17:33:53 2006

I tried to execute fetchmail from the command prompt but I still 
couldn't determine the cause of the error.  What I'm confused about is 
the part in the error message while delivering to SMTP.  I thought 
it was supposed to retrieve the message and then pass it to the 
rt-mailgate process so that it dumps it into the database.   Is there 
an outgoing port that needs to be open other than port 110 for POP3?


Something else that may be causing a problem is the fact I'm running 
IIS SMTP service on port 25.  Could that be conflicting somehow with 
fetchmail? 


Here's what's in my rt-mailgate.conf file:
poll mail.nyc10.simplicato.com proto pop3:
username [EMAIL PROTECTED] password * mda 
c:/Progra~1/OurInternet/Common/perl/bin/perl.exe 
c:/Progra~1/Ourinternet/Reques~1/rt/bin/rt-mailgate.in --url 
http://localhost:8284/ --queue General --action correspond


I understand this version of RT is quite old, I believe the current 
version is 3.6.1?  Should I do an upgrade of RT to the current 
version?  I'm not sure what kind of impact that would have in a 
Windows environment but I would assume little since it's written in PERL.


I'm just stuck and I've run out of options.  Any insights would be 
appreciated immensely.


Thanks,
Tom

*Tom Harney*
/*Information Technology Manager*/
Connected Learning Network
323 W Broadway, Suite 400
Louisville,  KY  40202
PHONE:  (502) 583-0083, Ext. 4389
FAX: (502) 583-0092
EMAIL: [EMAIL PROTECTED] 
mailto:[EMAIL PROTECTED]
CORPORATE WEBSITE: www.connectedlearning.net 
http://www.connectedlearning.net




CONFIDENTIALITY NOTICE: This e-mail message, including any attachments,
is for the sole use of the intended recipient(s) and may contain
confidential and privileged information. Any unauthorized review, use,
disclosure or distribution is prohibited. If you are not the intended
recipient, please contact the sender by reply e-mail and destroy all
copies of the original message.



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